Hamburg, November 10, 2026

• 60 percent of 18- to 34-year-olds value AI services with round-the-clock availability, compared with 47 percent of 51- to 65-year-olds
• 36 percent of 18- to 34-year-olds have experienced difficulties making an installment payment to their bank, compared with 30 percent on average
• 14 percent of young adults would prefer to discuss debt exclusively with AI. Among 18- to 24-year-olds, the figure rises to 17 percent

Generation Z and millennials are more open to AI-powered solutions in their interactions with banks than older customer groups. At the same time, these digitally savvy generations are more likely than the general population to face financial challenges. This is one of the key findings of the representative EOS Banking AI Barometer, which examines how consumers across Europe perceive artificial intelligence in the banking sector.

Young adults aged 18 to 34 show significantly greater acceptance of AI support in their communication with banks than older age groups. They particularly value AI in three areas: round-the-clock availability (60 percent versus 47 percent among 51- to 65-year-olds), speed (59 percent versus 48 percent), and financial oversight (41 percent versus 29 percent). In addition, 28 percent of younger respondents already use their bank’s AI chatbots, compared with just 13 percent of those aged 51 to 65.

“Using AI is second nature to younger generations. At the same time, 36 percent of 18- to 34-year-olds report experiencing payment difficulties, compared with 30 percent across the population as a whole. This generation needs AI tools that understand their financial reality and meet them where they are,” says Jana Titov, Managing Director of the finlit foundation, a nonprofit organization dedicated to financial education for children and young people.

The study also reveals a particularly striking attitude among young adults toward AI support in debt-related matters. Respondents in this age group are far more willing to use a bank’s AI-powered customer service when facing payment difficulties.

“Younger people embrace digital and AI-powered offerings far more openly: 14 percent of 18- to 34-year-olds prefer to speak exclusively with AI about debt, rising to 17 percent among 18- to 24-year-olds. At the same time, research consistently shows that basic financial literacy is lacking. Yet these fundamental skills are essential for people to properly evaluate AI responses and financial offers. Financial education must therefore start early, be structurally embedded, and remain independent of commercial interests,” explains Titov.

For the EOS Banking AI Barometer study – How Europe really feels about AI in banking – 4,400 people in eleven European countries (Bulgaria, Croatia, France, Germany, Greece, Poland, Portugal, Romania, Slovenia, Spain, and Switzerland, 400 respondents per country) were surveyed about their attitudes toward artificial intelligence in bank communications. The data was collected in July 2026, and the target group consisted of bank customers aged 18 to 65. The study was conducted online by the market research institute PureSpectrum and was representative of the population.

The EOS Group is a leading technology-driven investor in receivables portfolios and an expert in the processing of outstanding receivables. With over 50 years of experience and offices in more than 20 countries, EOS offers smart services for receivables management worldwide. Its key target sectors are banking, real estate, telecommunications, utilities, and e-commerce. EOS employs close to 6,000 people and is part of Otto Group.